knowledge management as a strategy for recovering...

Knowledge Management as a Strategy for Recovering Trust in

Government

The Mexican Experience Abraham Sotelo Nava

Head of e-Government & ICT Policy, Ministry of Public Management, Mexico


Government



WORKSHOP ON MANAGING KNOWLEDGE TO BUILD TRUST IN GOVERNMENT

Contents• Generalities

– The Knowledge Management Paradigm– e-Government and Knowledge Management

(KM) in the Public Sector• KM to Recover Trust in Mexico

– Examples & Practices

The Knowledge Management Paradigm

• KM is an organizational strategy to enhance its competitiveness

• impact on skills & competencies

• It is a systemic process of leveraging the organization's intellectual assets

• creating a KM culture

• It involves the process of identifying, capturing, sharing and creating knowledge

Three features:

Nair, Praba (2004), Knowledge Management in the Public Sector, Times Editions

e-Workplace enabling KM• The demand of IT-enabled workplaces is growing

• The automating of routine and non-routine activities are important to reduce cost and improve efficiency

• High-performance workplaces augment the capabilities of their skilled staffs for activities such as exploring data, developing innovative processes or products, and working with suppliers to respond to requests for proposals

• This support helps workers locate the right people, find the right content, support the right communication channels and focus on where to create the maximum return

• High-performance workplace best practices, requirements and technologies will evolve as people evolve, and their needs, behaviors and motivations will change

The Role of Government• Modern governmental bodies carry out and engage in a range of activities:

•Today, Government probably touches the lives of more people worldwide than any other institution

• Government has become a pervasive influence on everyday life

• The standard test of good government lies in its ability to improve the quality of life of the people

• Governments are central players in the new economy

- operation of social programmes to alleviate poverty- protection of civil liberties

- administration of justice- provision for public goods and services- promotion of economic growth and development

- foreign diplomacy- military defense-maintenance of domestic order

Peters, BG, “The Politics of Bureaucracy”, Routledge (2001)

New winds• Government reform movement

A series of initiatives to “reinvent government”, create the “new public management (NPM)”, or set up “Government 2.0” has been widely adopted

- Market alignment- Productivity enhancement- Service orientation- Decentralization- Separation of policymaking and service delivery- Accountability

OECD, 2000. Government of the future.

Kettl, DF, “The Global Public Management Revolution- A report on the Transformation of Governance”, The Brookings Institution (2000).

Government that costs lessQuality Government Professional GovernmentDigital Government Better regulated Government Honest and Transparent Government

Government that costs lessQuality Government Professional GovernmentDigital Government Better regulated Government Honest and Transparent Government

MEXICOPresidential

Agenda for Good Government

2001-2006

New e-Government &Knowledge Management Strategy

• Efficiency•Transparency• Accountability• Citizen Trust & Participation

2007-2012

New winds• Emergence of knowledge based economies:

• The foundations of the economies have gradually shifted from an industrial base to a service and knowledge base

• Even before the advent of the knowledge economy, citizens were expecting the same level of service from government agencies that they were receiving from the private sector

•The 21st Century is undoubtedly the age of the knowledge worker

•The shift in learning is from “known sources of education” to “learning from experience”

•The traditional authority based on a monopoly of knowledge will disappear

•New technologies are an enabler of stronger network relations

Networked Society

Liu, T. “Towards a Knowledge-based economy”, KM Magazine, Jul/Aug 2002.

The Role of KM in the Public Sector• KM has always been the core of government tasks: Strategy

PlanningConsultation

Collaboration/participationImplementation

EvaluationLearning

• Improved decision-making

The core process of government is decision making. KM can help government agencies improve decisions, leading to better service that is delivered faster and at lower cost

• Promoting a knowledge society

KM should not be considered merely as an internal management and governance challenge. The government has a unique role to play in promoting the production, use and transfer of knowledge in society Nair, Praba (2004), Knowledge Management in

the Public Sector, Times Editions

• Emergence of e-Government:

The e-Government paradigm affects:

i) public service delivery (citizen-centric approach)

ii) organizational settings

iii) the social/political system

New winds

Inter-Governmental Technology InfrastructureKnowledge management and digital collaboration Redesign of IT Processes e-Services Citizen Portal of the Federal Government e-Democracy and Citizen ParticipationIT policy and e-government organization

Inter-Governmental Technology InfrastructureKnowledge management and digital collaboration Redesign of IT Processes e-Services Citizen Portal of the Federal Government e-Democracy and Citizen ParticipationIT policy and e-government organization

MEXICOKey Ingredients

OECD, The e-Government Imperative, 2002

Mexico´s KM & e-Gov -Towards Building Trust in Government

– Collaboration among agencies and levels of Government – Quality in public services– Learning Government and knowledge workers– Efficiency– Transparency and accountability– Citizen participation

Citizenship Participates and Trusts in Government

KM in Mexico: some examplesGovernment Innovation Networks

“Digital collaboration, information exchange and internal knowledge creation”

KM in Mexico: some examples

• Virtual space for horizontal collaboration, knowledge management, decision making, e-learning and electronic services that have an impact on public officials’ productivity.

• From public servants to knowledge workers through the generation of an e-Workplace.

• Scope• training• collaboration• decision making

“Organizational learning among public servants”

www.campusmexico.gob.mx

National Information Requests Systemwww.informacionpublica.gob.mx

Transparency Portal:www.gob.mx/transparencia

“Process of information exchange with civil society”


Citizen Relationships Management

• e-Petitioning• e- Consultation

www.ciudadano.presidencia.gob.mx

“Process of information exchange with civil society”


“Making knowledge-based decisions”

Methodology in 4 areas:

• Citizen Intelligence

• Organizational Intelligence

• Financial Intelligence

• Performance Management

KM in Mexico: some examplesGovernment Intelligence

KM and Business Intelligence for Government Supplier Relationship Management

• Public Works:– Public Works follow up– Photographic report– Material report and/or non-returned

equipment– Public Work pay-off

• Dashboards:– Purchasing information analysis – Statistic reports and graphics– Standard purchasing dashboards for

every involved unit– Regulatory dashboards by contract,

showing KPIs status

www.gob.mxKM and e-Government to improve service delivery and e-participation

Practical guidance for popular government services

General tools for citizen participation

Automatic publishing of most popular and newest online services

Enhanced search engine with natural language

Organization by topics easily identified by citizens

• Citizen evaluation

Citizen Intelligence

Future Challenges• KM evolution to more advanced phases

• Further intra and inter-governmental (horizontal) collaboration

• Increased investment in IT systems to exchange information, organizational learning, knowledge management and decision making

• Setting more specific targets- Process Improvement

- Better Public Services

- Better understanding of citizen requirements & needs

- Performance evaluation and government competitiveness

- Impulse of the Knowledge Society (e-Inclusion)

Conclusions• There is little doubt that the increasing role of knowledge in policy-making, process innovation and service delivery can help improve governance and trust

• The effectiveness and efficiency of the public sector can be directly enhanced by increasing the knowledge-base and transparency of public service activities

• It is important to take advantage of the opportunities provided by ICT and Knowledge management for improving the quality of life of the citizens, with efficiency, transparency and participation.

“… transparency that informs creation of the knowledge ’to maintain developmental equilibrium,’ feeding that knowledge into genuine participation, and in this way, holding those who manage the welfare state accountable.” *

* United Nations. Understanding Knowledge Societies. Twenty Questions and Answers with the Index of Knowledge Societies. Department of Economic and Social Affaire, 2005


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WORKSHOP ON MANAGING KNOWLEDGE TO BUILD TRUST IN GOVERNMENT

knowledge management as a strategy for recovering...

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